VIDEO: My Web Camera isn't working (Mac/Chrome)

Robert Graham

March 30, 2020 21:30

Updated

First, if your webcam is an external device, ensure it is plugged in and fully seated.

Second, ensure you have VERIFIED your EMAIL address in KnowledgeSuite. A verified email address is a security protection in KnowledgeSuite for paid calls. To resend your verification email, click on the message at the top of any screen in KnowledgeSuite, then access your email account and follow the instructions it contains.

There are a few setting to check if your camera isn't working properly. We'll break them down by Device/browser as there are some differences

Mac Chrome

1. Have you granted permission to KnowledgeSuite to use your Camera?

In your site settings on your browser, you have to allow KnowledgeSuite to access the microphone. First, make sure you're actually signed into KnowledgeSuite and on the site. Your profile page is a good place to work from. Next, click on the little padlock icon to the left of the URL in your address bar. A box like this will appear:

You can see the security settings for this particular webpage for your Camera, Microphone, Notifications, etc. Ensure that the Camera, Microphone, and Notifications, and Pop-ups/redirects are all set to "ALLOW" in the drop down lists. These settings will only affect the KnowledgeSuite site itself.

Finally, click on SITE SETTINGS at the bottom of the box and you will be taken to the main settings for all websites. Under "Permissions" Ensure the Camera setting is set to Allow.

Close the settings box and test your camera. If it still doesn't work, power cycle your computer just to clear out any old data from your cache and then try again on KnowledgeSuite. You should now have a functioning Camera.

2. If you are in a call, confirm that your camera is turned on in KnowledgeSuite.

In a One to One call, the camera icon will be at the bottom of the screen in the call bar, and it will look like this:

When the Camera icon has a line through it, as above, it means your Camera is turned OFF

When the Camera icon is plain, as above, it means your Camera is turned ON.

In a Free, By The Minute, or PrepaidGroup Call, the Microphone icon is also at the bottom of the screen in the call bar. Group Calls have a slightly more complex call bar, which on Windows appears when you hover.

You can see in the example below the Camera is turned OFF when it is orange and has a line through it.

When the Camera is turned on it is teal, without a line through it, as in the example below